Peter Giordano

Experience

• 

  NYC Office of the Mayor

  Aug 2000 - May 2006

  Help Desk Analyst Level II

  Planned, coordinated, and executed hardware, software installation, configuration, maintenance, troubleshooting and repair operations for all supported Mayor’s Office agencies. Specialized in maintaining PCs, laptops, Blackberry devices, and peripherals, with emphasis on networking environments.• Quickly diagnosed causes of system failures and malfunctions to ensure highest operating efficiencies, reliability, and quality performance standards.• Responded immediately to emergency situations with sensitivity to deadlines and user needs.• Assisted network engineers with installation and troubleshooting of Windows NT/2000/2003 Server systems.• Analyzed user equipment and operations to determine servicing and supply needs.• Monitored and maintained cost-effective inventories of supplies, tools and materials.• Utilized an inexpensive application to maintain several operating system images for rapid and reliable replacement of damaged equipment, reducing user down-time by 75%. This translated to more than 1000 hours of productivity over the course of a year.• Consistently managed time and multiple tasks to meet deadlines, established objectives, and quality performance standards.• Consistently listed as monthly Top 3 Support Analyst and Overall Top Support Analyst.• Fostered clear communication and maintained excellent staff and user working relations.• Tracked all service calls using web-based call manager for accurate recording of metrics.• Moved to full-time employee role after 2 years as contractor. Show less

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  PricewaterhouseCoopers, LLC

  Sept 2006 - Dec 2010

  IT Call Support Specialist II

  Hired by organization based on performance as a contractor after only 8 months. Provide phone and remote desktop support for various desktop applications, PCs, laptops and peripherals for over 30,000 employees.• Sustained a consistently high performance and quality rating based on QA audits and customer feedback.• Provided Microsoft Live Meeting and web-based training support and troubleshooting.• Ensured that the accountants and advisors across the country and world-wide could obtain consistent training and information by supporting the Webcast application and quickly resolving service problems.• Provided Global Financial Services support through SAP R3.• Utilized Cisco Call Manager and Unity account administration for resolving phone issues.• Managed Windows accounts and troubleshot issues with virtual desktop access using VMWare Infrastructure Client.• Provided Blackberry and cellular support and assisted customers with ordering devices.• Performed virus and malware removal on laptops and desktops.• Supported wireless networking for both on-site and off-site access.• Provided Knowledgebase updates and documented changes needed to make information current.• Tested and worked on rollout planning for Microsoft Office 2007 and Lotus Notes 8.• Documented issues and resolution in call management tracking software.• Communicated with other focus areas to provide comprehensive support for customer issues. Show less

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  Raymond James

  Feb 2011 - Apr 2013

  Technology Service Center Representative II

  Provided support to financial advisors on custom applications and to the end user clients.• Quickly recognized for outstanding performance and moved from a contractor role to a full time employee.• Assigned by management to serve the end users as a result of a need to improve the customer level of satisfaction.• Utilized MINT and RJNet (Microsoft SharePoint Intranet sites) to provide support for successfully troubleshooting issues with custom applications.• Provided support and troubleshooting for mobile devices such as iPad, iPhone and Blackberry receiving Service First award for providing outstanding customer service.• Provided support and troubleshooting for MS Windows and MS Office applications.• Managed Windows and RSA SecurID accounts and provided troubleshooting. Show less

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  Citigroup

  Mar 2014 - now

  Role efficiency recognized by upper management resulted in gaining additional managed sites to encompass the entire Southeast US region. Managed IT technicians increased to 30, spread out across campuses from Ft. Mill to Miami. Recently added role of Backup Queue Manager for Southwest US region. Delegation of incoming request and incident tickets for Tampa campus, managing 6 individuals.Track and maintain SLA adherence.Develop new strategies to increase efficiency in the execution of delegated tasks. Support & troubleshooting desktops, laptops & proprietary/standard software.Reimaging windows, equipment upgrades, floor moves, and inventory tracking.

  • Southeast Region Desktop Support Queue Manager

    Aug 2016 - now

  • Desktop Support Queue Manager

    Jan 2015 - Aug 2016

  • Desktop Support Technician Level 2

    Mar 2014 - Jan 2015